SHIPPING POLICY
I usually ship orders within 2-3 days but please allow 7 working days of receiving cleared funds, in case of delayed deliveries from my suppliers. If your order is delayed over 7 working days for any reason, I will contact you by email to inform you, in the event of a global problem I will make a general announcement on the front page of the website and on our Facebook page.
Once your order is shipped an email is sent out.
Allowances should be made for orders placed over the weekend or on public holidays. My business hours are 10.30 to 17.30 (UK time) Monday to Friday.
Please note that if you require an invoice you will need to request one, I will issue and email an electronic PDF invoice which you can print. I operate a paperless policy so I never include invoices or packing notes in parcels.
UK ORDERS
Order are processed in the order in which they are received. Please note that as I work alone, I do not offer a next day delivery service as standard.
If you require health products urgently please select Royal Mail 24 delivery and contact me using the contact page so I will prioritise your order if possible. If you have not received a reply within one working day, please resend your query to sales@ratwarehouse.com or DM me on Facebook or Instagram - I can also arrange Special Delivery at extra cost.
Shipping prices are based on weight, size and Royal Mail current prices and a small charge is added to cover cost of packaging time and materials.
Delivery to certain parts of Scotland, and British Isles may incur extra costs. In this event I will email you to let you know. You will then be given the options to pay the difference or cancel your order.
Once your order is shipped, you will get a notification from this site and from Royal Mail. You should be able to manage your delivery with the information provided by Royal Mail.
Royal Mail holds parcels for at least 3 weeks. It is your responsibility to contact them to arrange a redelivery that is convenient for you. If you fail to do so, resulting in your parcel being returned a second delivery fee will apply.
INTERNATIONAL ORDERS
Unfortunately, since the UK has left the EU, and with additional GPSR rules, I can no longer ship items outside the UK. If you would like to order anyway, please contact me. I can arrange delivery for certain items on a no compensation basis and at your own risk. No refunds will be issued for parcels seized by customs, if items are returned, I will refund the items but not the shipping costs. You must agree to these terms in writing if you want to order from overseas.
CANCELLATIONS AND RETURNS
You are entitled to a cooling off period of 14 days. Once the 14 days have elapsed TRW is under no obligation to accept returns unless the products are faulty or misdescribed. If you have not got a reply by email within 2 working days, please contact us again at sales@ratwarehouse.com and check your junk folder for replies, if this fails, please contact us by text message on 07714 620443, private messaging on Facebook or Instagram. Returns and refunds will not be processed retroactively so you must make sure you have made contact AND got a response within the 14 days window.
If your order was already shipped, you will get a refund excluding the cost of shipping. In order to get a refund you must return the unwanted goods at your own expense without undue delay and in any event no later than 14 days after the day on which we have come to a mutual agreement to cancel your order.
NO RETURNS WILL BE ACCEPTED BEYOND THE 14 DAYS OR WITHOUT PRIOR ARRANGEMENT.
Goods returned after that period, will be returned to you at your own expense.
Returned items must be unused and in good, resellable condition. If the value of the goods is diminished by any amount as a result of the handling of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods as you would in a store, TRW may recover that amount from you, up to the full cost of the item.
Once I have inspected the items and ascertain they are unused and resellable, I will issue a full or partial refund. If the items are damaged, appears to have been handled a lot, show signs of use, laundering, or smell of animal, smoke, or are not in new condition, they will be returned to you at your own expense and no refund will be issued.
Custom items are non-refundable
DAMAGED GOODS
I hope that your items will reach you in good condition (sputniks may arrive a little bent, please soak in hot water as per product description). From time to time, items get broken in the post. If this happens, please let me know immediately by email or message on Facebook. The email you may use is sales@ratwarehouse.com and please make sure to attach a photo showing what item is broken, and your order number. Depending on the item and the extent of the damage, you will be asked to either dispose of the item as you wish, or in other cases, I will want the item returned and the postage cost for returning the item will be refunded at cost. Please retain proof of postage if you were asked to return the item. In most cases we will not want the item back. If the item was posted with other products which you wish to keep, I will not refund your initial shipping costs. If the item was an only item, I will refund all of the postage.
FAULTY OR MISDESCRIBED GOODS
If the goods are faulty or misdescribed, you must inform me as soon as you receive the order and I will ask you to return the goods and will refund you reasonable postage costs with your order refund. If you prefer, I will issue you with a credit or a replacement. The latter will be sent at my expense. If parts are missing, I will do our best to locate the missing parts and get them to you as quickly as possible. Please note that products described as various colours are not guaranteed to be the colour which is shown in the photo and as such will not be refundable. In the case of handmade products, fabric combinations may differ slightly from the product image based on fabric colour availability, this is part of the description of the items and as such will not be considered as misdescribed. If you require an absolute specific colour, please let me know at the time of your order.
LOST PARCELS
If your order appears to have been lost in transit, please contact your local post office branch to make sure they are not holding your parcel and forgot to leave a card. I will issue replacements or refunds (at my discretion) once Royal Mail considers it is lost, which is 10 working days after the due delivery date.
TRW will, under special circumstances and at its own discretion, replace products before that period has elapsed but will not routinely replace parcels that are delayed in the post.
Please remember that it is your responsibility to make all efforts to obtain your post from your post office so if a parcel is returned to us marked as 'not called for', we will not be able to send it out again at no cost, you will be required to pay the original postage costs again or you will be issued a refund for the returned items only, excluding the original P&P.
You can read more about lost and delayed mail details on the Royal Mail website
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